Introducing Blueprint 2.0

Blueprint is Zoho Desk's advanced process management tool. It helps businesses implement support processes and makes it easier for agents to deliver consistent, timely customer service. It's quick to set up and can be implemented at scale for a variety of organizations across different verticals.

Over the months, we've received valuable feedback from our user community about Blueprint. We've taken significant strides to bring you the functionalities you've asked for. Here are some of the improvements we've made to Blueprint:

1. A Blueprint requires agents to execute transitions from within the ticket's transition bar. However, agents may accidentally stray towards performing actions outside the transition bar, which could create bottlenecks in your support process. The Strict Mode, when enabled, enforces stringent adherence to ticket processes. All actions in the ticket interface are disabled and agents can perform ticket actions solely through the transition bar.

2. Admins can now selectively configure the actions and fields they want to make mandatory during a transition. The new 'Configure Mandatory' option changes this, and gives agents more control and flexibility to configure Blueprints for different sets of agents, and tweak finer details of a support process.

3. The order in which support admins configure transitions is the order in which they appear to agents in a Blueprint. To make changes, agents are required to delete and add transitions in the desired order, taking up time and effort. Not anymore! Admins can now order and reorder transitions based on priority using a simple drag and drop mechanism.

4. The number of Points and Transitions allowed in a blueprint determine how complex of an internal process you can create. We've doubled the number of pointers and transitions you get in your current plan, which will make it easier for you to build complexity into your support operation when needed, and scale your support operation with a solid foundation.

Professional Plan subscribers can create 20 transitions per blueprint.

Enterprise Plan subscribers can create 100 transitions per blueprint.

5. Sometimes, when you create a Blueprint, you want to go back and rename the State or change your Status Type after it has been associated with the blueprint. This wasn't possible before, but we've made it possible now. The ability to change the Status Type and rename your States is now available for those states that have been associated with a blueprint. Your team can now enjoy the added flexibility to create, test, and improve your blueprints on a day to day basis.

We would love for you to try out these improvements and tell us what you think. If you need additional information, you can refer to this help document. As always, feel free to comment with any feedback you have, or write to us at support@zohodesk.com.

Happy ticketing!

Cheers,

Team Zoho Desk

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